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Ombudsman Complaints Manager

2 weeks ago

Johannesburg, South Africa FirstRand Full time

Job Description

Dear Future, Ombudsman Complaints Manager

Are you someone who can:

- Manage team members within the context of defined processes, set required performance parameters and act as technical coach where required.
- End-to end analysis and investigation of Regulatory complaints.
- Root cause and trend analysis, and suggestions on improvement initiatives to the relevant stakeholders.
- Tracking of agreed action plans to close gaps.
- Drafting of legally sound responses and replies to the Ombudsmen or customers without exposing the Insurer to risks including legal, financial, or reputational risks.
- Adhering to service levels and response times laid down by internal process, legislation, and the various Ombudsmen.
- Stakeholder involvement and engagement, at all levels, to ensure effective complaints analysis, investigation, responses, resolution, and involvement.
- Engagement with the relevant Ombudsmen, where needed and to build good relationships with them.
- See through/facilitate complete resolution of complaints in accordance with business decisions or directives, commitments made to customers/stakeholders or Ombudsmen or in accordance with directives or decisions made by Ombudsmen.
- Accurately record relevant complaints information, including root cause analysis, losses, and payments on the required systems.
- Maintain a comprehensive and up-to-date document library of precedents, templates, and principle decisions.
- Guidance to stakeholders and staff members on developments, trends, views, relevant decisions, and opinions expressed by the various Ombudsmen and insurance case law.
- Reporting on risks, trends, root causes, action plans and solutions to the various stakeholders and forums within the FNB Insurance Pillar and FNB.
- General reporting on Ombudsman complaints to meet regulatory and business requirements.
- Perform data integrity (i.e. ensure that data is accurate and relevant) specific to certain campaigns/projects.
- Maintain awareness of any changes to products, services and offers - this includes all aspects e.g. pricing, features and benefits, terms and conditions, rules etc.
- Keep technical skills current and stay abreast of latest developments, including the law, case law and trends, views, relevant decisions, and opinions of the relevant Ombudsmen to ensure effective execution of duties as well as sharing knowledge and industry trends with team and stakeholders

Additional Requirements:

- Excellent knowledge of market conduct, insurance principles, and legislation.
- Must be able to work and make critical decisions in a fast-paced work environment with tight deadlines.
- Excellent communication skills, written and verbal, which includes excellent legal drafting and writing skills.
- Good negotiation and conflict resolution skills.
- The relevant completed legal degree. Preference will be given to admitted attorneys.
- 2-3 years management experience in financial services

You will have access to:

- Opportunities to network and collaborate
- A challenging working environment
- Opportunities to innovate

We can be a match if you do the following:

- Builds relationships with stakeholders
- Drives results
- Values driven
- Optimistic
- Quick learner
- Resilient
- Problem solver
- Manages complexity

LI-ZN2

Are you interested to take the step? We look forward to engaging with you

Job Details

Application Closing Date

19/04/24